Viola Kioko

Experience

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  Commercial Bank of Africa (CBA Group)

  Jun 2012 - Sept 2019

  - Conducting feasibility studies through qualitative research and quantitative research to identify customers needs providing actionable insights on consumer behavior and interests necessary for ideation of new products or product enhancements - Developing communication and go to market (GTM) strategies that stimulate the target consumer profile to respond positively to the offered financial solutions. These include: Sales Enablement, Market Planning and Product Launch. - Conceptualized and executed the Stawisha na M-Shwari CampaignA customer transaction campaign that ran for 6 weeks where loyal active customers were awarded for transacting. Over 4K customers won prize money worth over Kes.50M during this campaign. Drove Customer Experience excellence through Customer Satisfaction studies such as Net Promoter Score (NPS) - Partnership management through working with cross functional internal teams as well as 3rd party Marketing and Research agencies.Regional exposure through working with Mobile financial services brands across Africa including M-Shwari (KE), M-Pawa (TZ), MoKash (UG &RW) Momo Kash (CI) and Digital Financial Services brand NCBA Loop (KE) Show less - Tasked with driving the bank's financials through active sales with the core focus being deposit mobilization and growth of the asset base.- Was part of the team that launched Thika Branch. Through my sales strategy was able to achieve 47 Platinum Banking, 300 Retail banking customers as well as growing an asset book of Kes. 45M in less than a year.- Awarded top Retail Banking Employee scoring 100% on Mystery Shopping for mastery of NCBA bank products and excellent customer servicePortfolio:Consumer Banking Show less

  • Marketing and Research Officer- New Business Ventures

    Mar 2015 - Sept 2019

  • Business Analyst- Cash Management & E-Channels

    Sept 2013 - Feb 2015

  • Personal Banking Officer

    Jun 2012 - Aug 2013
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  NCBA Group

  Sept 2019 - Aug 2022

  - New Business Development- Thought leadership through formulation of the Digital Platform Strategy focusing on payments driven growth to scale the business.- Conducting research, interviews, and usability testing to understand customers' needs: Integrating user research, market data analysis, and customer feedback into product requirements to ensure products satisfy customer needs, as well as wants. - Inform product decisions with business analysis on quantitative and qualitative data on user behavior and experimentation (a/b testing, survey data, usability studies). Conducted Market segmentation in January 2021 resulted in 5 distinct consumer personas utilizing NCBA Loop product. - Development of Customer Journeys and customer management process from Acquisition, Activation, Engagement and Retention. This has driven up cohort retention rate from 13% to 48% for the first 6 months for new customers. - Adoption of Agile Methodologies in Cross Functional team leadership and Product Development and Product Road mapping through defining route to market MVP - Defining the Business Case and drive Monetization strategies for both physical and e-commerce customer profiles to turn around the Income Statement. Sales strategy in 2021 that has increased credit customer qualifying base from 3% to 12% - Execution of digital marketing strategy through tools Search Engine Optimization (SEO), Google Analytics, Google Ads, Email Marketing, Web Analytics, Online Marketing, Lead Generation, Search Engine Marketing (SEM), Online Advertising, Content Marketing, Social Media Marketing. Targeted deposits campaign resulting in new deposits of Kes.4M in July 2021 into Loop Invest accounts Portfolio: NCBA Loop Show less - Own the digital customer acquisition strategy and a growing customer base via Paid Social, SEO, PPC, Affiliates and Display- Lead digital planning sessions with external agencies to support trading plan and achieve marketing objectives- Manage the Search and Display agencies to ensure campaigns are on track; hold weekly meetings to ensure improvements and actions are to drive incremental sales, improve ROI and reflect latest trends in industry- Manage Paid Social campaigns in house, including briefing, uploading campaigns, testing, publishing and ongoing optimization- Integrate an A/B testing strategy across channels- Develop digital partnerships to drive brand awareness and conversion Show less - Optimizing Revenues for NCBA's Mobile Savings and Loans propositions (M-Shwari and Fuliza) through creating and implementing growth and retention strategies for new and existing customers. - Developing analytics, Market Segmentation, Campaign Management, Customer Lifetime Value & Churn Management Prediction Leveraging on data to develop Cross Selling models, Revenue Management and Financial Analysis plans, Customer information management tools. - Campaign Management through Loyalty and Rewards programs. Loan limit bump campaign in Sep 2019 eased access to credit to customers who did not have a loan limit despite being on M-Shwari. A total of 1.8M customers got limits - Part of the team that proposed Covid measures to customers that lifted sanctions on overdue M-Shwari loans extending them by 30 days to cushion customers throughout the pandemic.Market research to identify Product Development areas for new products as well as Customer Value Proposition (CVP) enhancements to existing products. - Managed a team of Business Analysts instilling a data led practice in strategy through utilization of Business Intelligence tools.Portfolio: M-Shwari and Fuliza Show less

  • Senior Manager, Growth B2C Payments & Credit- Digital Business

    Aug 2021 - Aug 2022

  • Customer Acquisition Manager- B2C Digital Business

    Nov 2020 - Aug 2021

  • Customer Growth and Retention Manager B2B- Digital Business

    Sept 2019 - Dec 2020
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  Family Bank Ltd

  Aug 2022 - Aug 2023

  Head of Sales Digital Business

  Responsible for:- Driving customer acquisition, product penetration and growth of the P&L and balance sheet through innovation, Fintech, Digital Transformation.- Driving new income lines through Strategic Partnerships through Open Banking- Leadership; managing a team of 103 sales people across the entire bank network- Responsible for Digital Revenue growth targeting USD20M in 2023 - Responsible for driving a Digital Culture across the bank network

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  Airtel Africa

  Aug 2023 - now

  Group Senior Product Lead - Loans and Savings- Africa

  Responsible for:- Group Strategic Leadership: Managing Loans and savings for 14 Markets in AfricaDeveloping and executing the overall loans strategy in alignment with the company's financial goals.Providing strategic direction to the loans department, ensuring alignment with business objectives.Staying abreast of industry trends, regulatory changes, and market conditions to inform strategic decision-making.-Loan Portfolio Management:Overseeing the end-to-end loan lifecycle, including origination, underwriting, disbursement, and collections.Managing and optimizing the loan portfolio to achieve performance targets and financial objectives.Implementing credit risk management strategies and ensuring compliance with regulatory requirements.- Stakeholder Engagement:Building and maintaining strong relationships with internal stakeholders, including finance, risk, and business development teams.Collaborating with external partners, financial institutions, and regulatory bodies to enhance the company's position in the loans market. Show less